Larry Bafundo
Larry Bafundo's blog posts
Using CX to align goals for improved service delivery
We believe customer experience should serve as more of an active “sense and respond” function that helps agencies reduce friction to service delivery, rather than just a passive reporting role.
Learning to grow as an organization without losing who you are
For us, that has meant doubling down on our people and investing in new structures that promote professional development, technical excellence, and the impact of the digital services we support.
What it's like to be a product manager at Ad Hoc
We’re looking for people at all levels of experience who are interested in solving hard problems and helping organizations adopt more iterative and human-centered ways of working.
Four myths about applying human-centered design to government digital services
While human-centered design (HCD) is gaining traction, its underlying concepts are sometimes misunderstood. This can mislead teams into thinking they’re working in a human-centered way when in fact, their work is largely driven by requirements.
Defining digital services and what they mean for product teams
We don’t have a shared definition for what government digital service means. This post offers one perspective by outlining how we think about digital services and how these ideas relate to our product practice.
Product management at Ad Hoc
At Ad Hoc, we define product management as “the practice of shipping the right things, given business goals, user needs, and constraints.” It’s a discipline, not a process, for maximizing value.
Our four day discovery sprint with San Jose
The focus of our sprint was MySanJose, a mobile app that residents use to make service requests of five services, such as reporting abandoned vehicles, or graffiti.